LivePerson > Case Studies > Poder Comercial: Connecting with Distinct Audiences with Comprehensive Digital Engagement

Poder Comercial: Connecting with Distinct Audiences with Comprehensive Digital Engagement

Customer Company Size

Mid-size Company

Region

America

Country

Mexico
Brazil
Colombia
Ecuador
Guatemala
Spain

Product

LiveEngage platform
Click to Chat
Proactive chat
Content targeting

Tech Stack

Live chat
CRM database
Mobile interface

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements
Cost Savings

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

System Integration
Software Design & Engineering Services

About The Customer

Poder Comercial is a mobile phone distributor that markets Telcel services to corporate accounts and consumer distributors throughout Mexico. Based in Mexico City, the company also has a presence in Guatemala, Ecuador, Colombia, Brazil, and Spain. The company focuses on two distinct markets: providing corporate mobile phone plans for companies of all sizes, and providing Telcel services to other distributors that sell to consumers. Poder Comercial prides itself on its culture of individualized customer connections and personalized service. The company had been considering live chat as a sales and customer service channel for several years, but wanted to ensure they got it right the first time. They conducted a market survey of digital engagement solutions, looking for a solution that went beyond rudimentary live chat to an intelligent and proactive engagement solution, and a demonstrably secure platform in a cloud-based environment.

The Challenge

Poder Comercial, a mobile phone distributor that markets Telcel services to corporate accounts and consumer distributors throughout Mexico, wanted to build on its reputation for personalized service by adding a live chat channel for sales and customer service. The company was looking for a solution that would provide an intimate, real-time engagement channel to support its corporate reputation for personalized service, increase sales in corporate and distributor accounts, and bring more efficiency and effectiveness to customer service operations. The company had been considering live chat as a sales and customer service channel for several years, but wanted to ensure they got it right the first time. They conducted a market survey of digital engagement solutions, looking for a solution that went beyond rudimentary live chat to an intelligent and proactive engagement solution, and a demonstrably secure platform in a cloud-based environment.

The Solution

Poder Comercial engaged LivePerson Partner Grupo Atención to deploy and manage a LivePerson solution with proactive chat and content targeting. The solution was deployed in March 2014, with both proactive chat and content targeting rolled out on both the public-facing site and the management console used by distributor clients and corporate phone managers. The initial deployment was something of a pilot, with only two agents devoted to the channel—one for sales and one for customer service. The team tested various aspects of the solution, including the placement and look-and-feel of Click-to-Chat buttons and proactive chat invitations, and the targeting rules for proactive chat. They also assessed various content targeting scenarios and created a smooth operational infrastructure. The Atención team met regularly with Poder during early testing of the solution, and after six months, they had mostly completed their testing and settled on the best operational strategy for Poder’s needs.

Operational Impact

Poder Comercial has seen 40 percent of its phone inquiries deflected to the more efficient live chat channel.
The company has seen an eight percentage point improvement in conversion rates over the phone channel.
Exit surveys sent through the LiveEngage platform show an 85 percent satisfaction rate for the live chat channel.
The company has plans to expand its agent force to 10—five for sales and five for customer service—to enable it to open weekend and late night hours for the channel.

Quantitative Benefit